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Business Analyst 1 - 16857

Scarborough, ON · Information Technology
Join the Commerce System Experience & Reliability Team! (12-Month Contract)
Business Analyst I – Channel System Support
Open to all of Canada

The Commerce System Experience & Reliability Team is currently looking for an enthusiastic and energetic individual to join the
team as a Business Analyst I. The team supports all channels with over 12,000 sales associates across TELUS and Koodo, by
delivering best in class application solutions which improve quality, efficiency and the channel experience.
The successful candidate will play a key role in empowering our sales reps to sell with minimal system downtime and enabling a
positive customer and sales rep experience. You will help troubleshoot and resolve issues reported by frontline team members,
and handle widespread issues impacting our channel systems. The successful candidate must:
● Be comfortable working in a fast-paced, cross-functional, technical environment,
● Possess critical thinking, self-discipline, and excellent time management skills
● Have a keen interest in operational processes and troubleshooting techniques, and
● Live and breathe the TELUS values.
You will be responsible for protecting and improving the customer and channel experience by being a subject matter expertise in
our application and processes.

Manage system issues and widespread incidents for systems used by all face-to-face sales channels, including:
● Assists with triaging defects and tickets with tier support teams within multiple technical and development teams, including
leads investigations with internal support teams
● Manages production issues and prioritizes fixes, including replication and retesting asks
● Manages 2-way communication with sales reps to assist with ticket issue resolution
● Provides subject matter expertise on production support escalations and represents our unique impacts
● Key participant during widespread incidents (triage bridges, management calls, communications)
● Post-incident review documentation and follow-up
● Work rotating shifts to support all sales hours, including weekends and after 5PM
● Supports the pricing accuracy program and promotional/product launches requiring system stability readiness
● Identifying and assessing testing requirements for defect fixes planned.
● On demand support during high resource periods on UAT projects and releases
● Working with the Operations and Communications teams to develop communication and documentation for issues that
require notification or workarounds
● Participating in operational readiness testing and pilot support during project launches
● Participating in providing feedback to generate solutions with functional channel teams including training, support
documentation, process redesigns.

Required Knowledge
Must have in-depth knowledge of:
● Troubleshooting methodology and effective communication methods
● Excellent interpersonal and communication skills including presentation, written & verbal
● Exceptional attitude towards working in a team and being collaborative in all aspects of work
● Ability to influence stakeholders from cross functional teams
● Strong command of English, both spoken and written
● Home Solution sales applications and/or processes is nice to have
Required Skills & Abilities
● Desire to "roll up your sleeves" to get things done
● Strong attention to detail
● Must be flexible and have the ability to work irregular hours for testing purposes (i.e. evenings, early morning and
● Excellent time management and organizational skills, with the ability to prioritize and multitask
● Strong leadership potential
● Demonstrated initiative outside of normal work responsibilities with record of strong achievement
● Demonstrated leadership, problem solving, negotiation, communication and analytical skills
● Strong collaboration skills and the ability to work independently and in a team environment
● Effective communication and interpersonal skills
● Passionate about systems, client experience, high performance and fast-paced work culture
● Demonstrated interest in project management
● Strong analytical and problem solving skills
● Proficient with the full suite of MS Office (Excel, Word, PowerPoint)
● Bilingualism in English and French an asset

Required Professional Designation/Certification
● Recent completion of a post-secondary degree is preferred.

Required Experience
● Must have a minimum of 1 year experience working in a Retail or Call Center environment
● Experience with User Acceptance Testing or troubleshooting environment is an asset
● Able to work with non-technical and technical environments

In order to be considered on a vacancy:
● You must be performing at standard in your current role for a minimum of 12 months*
● The opportunity should align with your CCDP
● You are responsible for notifying your support person of your application
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